«Neos Call Centre. Taxi Service».
«Neos Call Centre. Taxi Service » (Neos CC. Taxi Service) — is a software product that allows to make effective management decisions regarding Neos Call Centre and taxi service staff.
Neos Call Centre. Taxi Service allows:
to create additional revenue by means of:
to decrease process costs, to increase economic efficiency by means of:
optimization of the amount of work places;
adjusting the system in accordance with different tasks;
decreasing the number of employees;
decreasing the amount of personnel salary;
analyzing all the stages of service processes;
to offer to its customers opportunities of additional competitive advantages in a particular segment:
to provide complete statistical reports on:
to reduce maintenance costs and to provide further system upgrade:
open program interfaces allow to update the program and adapt it to customer needs.
Window overview.
Hardware-software solution depends on:
the amount of operators’ contact numbers
the amount of operators involved in call processing process
distribution of responsibilities among operators
reporting and control levels stated by customers
Minimal PC configuration of the automated work place:
Pentium IV type processor and higher (not less than 1.0GHz);
RAM not less than 256 ÌB;
SVGA-monitor 17’’;
Storage element capacity on hard disk not less than 2GB;
Ethernet 100MB netcard;
ÎÑ Microsoft Windows XP SP2.
CRM functionality of Neos Call Centre. Taxi Service.
CRM possibilities of Neos Call Centre. Taxi Service.
Supervisor possibilities of Neos Call Centre and Taxi Service.
General work scheme for Neos Call Centre. Taxi Service.
CRM functionality of Neos Call Centre. Taxi Service.
The product realizes a set of functions necessary for considerable simplification and speeding up of operators work.
identification of a calling party number and interconnection line name
retrieval of the necessary information on the calling party from automatic number identification device to the bookings registration form
displaying the status of operator’s telephone set on the monitor
management of telephone set functions from program interface
displaying the status of agent in a call processing group on the monitor
agent status management from program interface
indication of the amount of calls in a queue to be processed
automatic transfer of the order that have been registered by an operator to the most suitable dispatcher, placing a call in a queue waiting for dispatcher’s answer
automatic transfer of repeated calls that have been registered by operator to a dispatcher on duty or to a dispatcher who has already processed this call
providing information on calls from «problem telephone numbers» and bookings for «problem addresses»
providing information on regular customer calls
placing an order for a taxi in advance and placing an order for several taxis
CRM possibilities of Neos Call Centre. Taxi Service.
1. Displaying information on incoming calls and telephone status. The following information is displayed on the screen:
current status of the telephone set at workplace
number of the calling party and name of incoming call line (direction)
automatic opening of the necessary registration forms pending on the function of the incoming call line
2. Telephone set management from a program
management of all telephone set functions from a programme with the help of a menu or/and «hot» buttons
saving energy and operators’ working time
increasing the number of processed calls
3. Displaying of information on the status of agent in a call processing group and a queue size
displaying current status of telephone set in a call processing group
operator sees the amount of calls waiting in a call processing queue
4. Agent’s status management in a call processing queue from the program
agent’s status management from the program with the help of a menu or/and «hot» buttons
5. Automatic retrieval of information on the calling party through automatic number identification device (information in the database)
Automatic filling of an order form with information on the calling party
Automatic information search on preceding calls or/and orders
Automatic address filling in order form by names of public places
False bookings control (giving addresses, telephone numbers that don’t exist, etc.)
6. Registration of advance orders and their activation at a definite time
7. Placing an order for several taxis
Operator can quickly duplicate order information to register requests for the necessary amount of taxis
8. Organizing work with VIP clients
Regular customers list
Informing operator about VIP clients calls
9. Problem addresses and telephone numbers
Informing operators about orders for «problem» addresses and «problem number» calls
«Black» telephone list (operators don’t receive any calls from «black» telephone list)
10. Automatic order transfer to dispatcher’s work place
Information on order is automatically transferred to dispatcher’s work place and clients’ call is placed in a queue waiting for dispatcher’s answer
The dispatcher’s workplace is chosen depending on his current occupancy or/and experience
Repeated calls are automatically transferred to a dispatcher on duty or to a dispatcher who has processed this call together with a telephone connection
Operator can receive next call at the time when the client is waiting for dispatcher’s answer
11. Processing of any order from the queue by dispatcher
A definite queue of orders for each dispatcher
Processing of any order from the queue regardless the sequence of order receipt
Transfer of calls connected with placing an order for a taxi to one’s own work place
12. Transfer of any order from the queue to another dispatcher regardless the sequence of order receipt
13. Displaying the status of a call connected to an order
displaying current call status in a queue waiting for dispatcher’s answer
accentuation of orders with exceeded processing time
14. Quick search at any fields of an order by means of installing the necessary filters
Supervisor possibilities of Neos Call Centre. Taxi Service.
functions allowing to effectively manage and control CC operation
displaying current status of operators workplaces and dispatchers in a call processing group on the screen
interactive display of performance results for each work place
interactive display of performance results of the shift
reception and output to storage devices of complete statistical information on CC performance
Advantages of Neos Call Centre. Taxi Service:
displaying incoming call number on the screen of a digital telephone set (besides computer display)
possibility to distribute all incoming calls among several operators according to «less busy» criterion
call readdressing (e.g., to shift boss) etc.
The main element of computer-telephone integration is the telephone server, providing connection of telephone set and computer. From one side the server is connected to the telephone exchange system, from the other side it’s connected to LAN. Every LAN subscriber has access to server resources and services.
SVIAZINFORMSERVICE LLC specialists are ready to offer You:
Staff training
